Description

The EU Credit Business Operations team is seeking a hands-on, multi-talented Program Manager to drive operational excellence for our Credit payment products, which are offered in collaboration with external financial partners. In this role, you'll manage relationships with third-party partners and internal stakeholders while driving projects that improve customer experience across Amazon's payment ecosystem. You'll identify operational gaps, resolve customer-impacting issues, and develop metrics to assess performance trends. This position offers an excellent opportunity to make a significant impact on both customer and partner experiences in a fast-paced, dynamic environment.

Working at the intersection of operational excellence and strategic planning, you'll be responsible for both "run-the-business" tasks and strategic initiatives. Your ability to multitask in an environment with numerous demands while maintaining the highest standards with our internal stakeholders and external partners will be essential. This role requires strong communication skills, business judgment, and a data-driven approach to identify and address customer pain points.

Key job responsibilities

Facilitate relationships with third-party financial partners and internal teams, driving cross-functional collaboration to support payment products post-launch

Manage program life-cycles, define objectives, and deliver projects to improve customer pain points within the larger Payments organization

Identify operational gaps and develop requirements for new projects, applying relevant tools and mechanisms to measure progress

Resolve customer-impacting issues and work with internal teams to improve credit customers' experience through standardized processes and automation

Develop and analyze metrics to assess performance trends, conduct deep dives in all areas of product responsibilities, and demonstrate significant annual efficiency improvements

A day in the life

In this role, you'll start your day monitoring key metrics and addressing any urgent customer or technical escalations from our financial partners. You'll collaborate with internal stakeholders like Product, Marketing, Legal, Engineering, and Customer Service teams to improve credit payment processes. Throughout your day, you'll balance tactical operations support with strategic project work-perhaps leading a cross-functional meeting to address customer friction points, analyzing performance data to identify improvement opportunities, or documenting process enhancements to ensure scalability of our credit payment products.

About the team

The EU Credit Business Operations team manages multiple functions involving internal stakeholders and external financial partners. We focus on creating seamless customer journeys and improving credit customers' experiences by working backwards from customer needs. Our team is committed to continuous improvement through standardization, automation, and elimination of repetitive tasks to build strong, sustainable processes. We ensure business scalability and higher customer satisfaction by maintaining strong relationships with both internal teams and external financial partners. Within this collaborative environment, we actively seek new ways to improve operations and enhance the customer experience across Amazon's credit payment ecosystem.

BASIC QUALIFICATIONS

- Experience in project and program management

- Experience using data and metrics to measure impact and determine improvements

- Experience working cross functionally with tech and non-tech teams

- Speak, write, and read fluently in English, and have the ability to take direction in English

- Bachelor's degree or equivalent

PREFERRED QUALIFICATIONS

- Master's degree in business, operations, human resources, adult education, organizational development, instructional design or related field

- Experience leading process improvements

- Experience in complex problem solving, and working in a tight schedule environment

- Experience in creating process improvements with automation and analysis, or experience delivering results for large, cross-functional initiatives/projects

- Speak, write, and read fluently in French, Spanish, German or Italian

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